#MobileGameChangers 2014

​​Innovation is Dead, Long Live the Customer

New research by Russell Reynolds Associates looks specifically at the touch points where individuals meet organisations. It uncovers the drivers, universal business issues and resulting talent needs that organisations face in order to understand and succeed in this brave new world.

The first decade of the 21st century was dominated by connectivity and device innovation. In our connected world, it's already possible to know who we are, where we are, who we're with, who we know, what's around, what we like – and what we'll probably do next

As mobile becomes synonymous with identity, the future will be about application of technology and context– creating new customer experiences, breaking down barriers and transforming business models.

A new form of leadership is needed to keep pace. The leadership model needed through this era of disruption is based around understanding customers intimately, exploiting the opportunities of digital, partnering adventurously, taking risks and coping with chaos.

About the #MobileGameChangers Class of 2014

Mary Chan, President, Global Connected Consumer, General MotorsMary Chan joined General Motors (GM) in 2012 as President, Global Connected Consumer. In this newly created role, she has created an organization tasked with redefining a customer’s relationship with their vehicle, under the premise that people want to be as connected in the car as they are elsewhere in their lives. Connected by OnStar, this automaker is redefining infotainment and the in-vehicle experience, while serving customers across the globe.

Andrew Fisher, Executive Chairman, ShazamSince joining Shazam in 2005, Andrew has created a new business model bravely moving from paid to free, and, with promising beginnings in the music segment, has evolved the thinking to broader media, TV and the like. The sector has faced huge disruption, but, regardless, Andrew has transformed a West Coast start up into a global platform. Andrew has proven the speed at which models can and need to change.

Michael Joseph, Director of Mobile Money, VodafoneMichael is in many ways the father of mobile payments. Under his leadership M-Pesa became THE global success story in mobile payments. In the process, Michael has made fundamental improvements to the quality of life and provided vital services to millions of Africans, proving mobile can change lives.

Iris Lapinski, CEO, CDI Apps for GoodIris is empowering a global generation of problem solvers and digital makers. Partnering with schools and industry, Apps for Good teaches young people how to code, design and take to market technology products that change the world. From a modest start in 2010 with two centres and 50 students, Apps for Good now works with over 210 schools delivering courses to 17,000 students aged 10 to 18.

John Legere, CEO, T-Mobile USSince taking on the CEO role at T-Mobile last year he has shaken up the US market. While mobile industry commentators spend time talking about the exciting developments in emerging markets and new mobile start-ups, John is proving that it is possible to drive radical change in a mature market. The market is now following his lead with operators in the US fighting it out to prove they are listening to their customers.

Glenn Lurie, President – Emerging Enterprises and Partnerships, AT&TGlenn is proving the value of connectivity with AT&T’s new Digital Home proposition. As an AT&T customer through your mobile device it will be possible to turn on your lights, check on your pets or look after an elderly relative. His team are not new to taking risks with different propositions; in 2007 AT&T connected Kindle devices to its mobile network for the first time.

Martin Ott, Managing Director, Northern Europe, FacebookIn a time where there was so much hype about Facebook and then questions around whether it could figure out how to monetise mobile, the short answer has been a resounding ‘yes’. Martin has illustrated the ability to influence brands to shift their spending to mobile brand building.

William Plummer, Vice President of External Affairs, HuaweiA 17 year mobile industry veteran with 12 years at one-time industry-leader Nokia, William is now working with global technology powerhouse Huawei Technologies, managing some of the most intense political challenges created by an industry that combines a global customer marketplace, complex local regulations and government level politics. The rules of the game are still emerging, the stakes are high.

David Sear, CEO, WeveJust over a year old, Weve is creating significant change and disruption in m-commence. The company is a joint venture between the three largest mobile network operators in the UK and is a focal point for a new set of ideas and services in mobile marketing and display, payments and loyalty. Weve has taken these services and its shareholders’ customers to develop a unified marketing service combined with a payments and loyalty service which will be available to businesses in the UK with single points of contact and technical integration. The model is underpinned with some of the most intelligent data analytics available in the UK.

Kahina Van Dyke, Group Head of Global Initiatives, MasterCardKahina is responsible for global strategic initiatives within MasterCard, including those that expand commerce to include billions of new consumers, hundreds of millions of new micro merchants and ensure digital conversion of traditional financial services. MasterCard is a leader in constructing the new commerce and payment eco-system that spans innovative payment platforms, issuance of national identity cards in emerging markets and delivering robust mobile-based financial products and services in market. The customer interaction through mobile will increasingly require minds like Kahina’s to design and launch solutions that create a fully inclusive digital payments and commerce platform.